PROPOSALS WOULD REVAMP THAW

The team from the University of Michigan Business School that worked with the Heat and Warmth Fund did a thorough analysis of the agency's process for handling applications for help. It came up with several recommendations, many of which cut across three areas: process administration, human resources and quality assurance.

Highlights of their report:

Customer acceptance into the program should occur at the agency level without further THAW review of the application. Currently, THAW looks at the application a second time.

Commitment of funds and utility payments should be compressed into one step for THAW and utility efficiency.

The existing THAW staff structure should be reorganized to optimally support the new process. Kathleen Walgren, executive director of THAW and its first full-time employee, said the board supports the recommendations, although she admitted the process was "like showing naked pictures of yourself to your family."